Chris Woodroofe was recently appointed as Manchester Airport's new managing director.
Passengers travelling through Manchester Airport will be asked to arrive three hours before their flight for the rest of the summer, the hub’s new boss has warned. Managing director Chris Woodroofe said customers had suffered a ‘poor’ experience and admitted peak-time queues would continue over the coming months - but vowed to ‘get passengers on their way’ as they head through the holiday season.
READ MORE: "It's a joke... it's a mess": Manchester Airport luggage abandoned on tarmac 'for HOURS in front of furious passengers' On the request for passengers to arrive three hours before their flight, Mr Woodroofe stressed that arrival should be three hours ‘on the nose’, as those passengers who arrive early can be ‘as unhelpful’ as those who leave it too late.
But passenger complaints extend beyond security, to baggage handling, check-in, Immigration, delays and cancellations - all the responsibility of the hub’s partner agencies and airlines. To that end, Mr Woodroofe says he has already met with the UK managing director of handling agents Swissport and ABM, with special assistance firm PRM and with the boss of DHL.“I’ve picked these people on purpose,” he said.
“Every security officer that joins makes that passenger experience that little bit better each time. I’ll do the same thing tomorrow with the next recruitment wave of security officers, it’s great to see it in real life and meet security officers who are going out tomorrow to help make the passenger experience better," said the new boss.
“Retention in the industry is not that great. Teams are used to recruiting 10 per cent of the workforce, not doubling or trebling their size in that period. It’s a very very difficult business and I hope we never have to do it again.” “I hope they get the sense from me that I am just wanting to help them have a better day. You bring in more security officers, bring the queues down then the security officers have a better day and it’s like this virtuous circle.”
Citing investment in Terminal two as a sign the hub is starting to compete on the ‘global stage’, he concedes there is ‘a lot of work to be done’ to ensure that was the standard experience for passengers. He said infrastructure investment needed to continue, while, once security queues were brought under control they would look at ‘how to make Manchester Airport even better’.
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